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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / On-prem 9.1: Email fro...
Customer experience | Sales, Customer Insights,...
Suggested Answer

On-prem 9.1: Email from Case Timeline opens once, fails to open on subsequent attempts.

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Posted on by Roughan 13

Hi All

We have a customer using Dynamics 365 On-Premises with the following versions:


  • Server Version: 9.1.0036.0012

  • Client Version: 1.4.9716-v91



    •  

When opening an activity (e.g., an email) from the Timeline on a Case form, the activity opens correctly the first time. However, subsequent attempts to open the same activity fail and result in the following error:

all OOB no customisation ..
 

Error:

Cannot read properties of undefined (reading 'Resources')

TypeError: Cannot read properties of undefined (reading 'Resources')

    at Object.executesyncAction (https://[REDACTED]/client/scripts/edformpage/1.4.9716-v91onpremise/4031.js:...)

    at Object.<anonymous> (https://[REDACTED]/client/scripts/edformpage/1.4.9716-v91onpremise/2630.js:...)

    at https://[REDACTED]/client/scripts/edformpage/1.4.9716-v91onpremise/2630.js:...

    at https://[REDACTED]/client/scripts/edformpage/1.4.9716-v91onpremise/2530.js:...

    at https://[REDACTED]/client/scripts/edformpage/1.4.9716-v91onpremise/2053.js:...

 

Refreshing the page with Ctrl + F5 (clearing the cache) allows the activity to open again — but only once. The issue then repeats on any subsequent attempts.

is this a known issue in some older 9.1.x on-prem builds, potentially related to the Timeline control or cached resource handling in UCI.

 

any advice would be great thanks

R

 
Categories:
Microsoft Dynamics CRM
I have the same question (0)
  • Suggested answer
    Holly Huffman Profile Picture
    Holly Huffman 6,554 Super User 2026 Season 1 on at
    Good morning, afternoon, or evening :) depending on your location!
     
    This issue does seem to align with known challenges in older Dynamics 365 On-Premises 9.1.x builds, particularly related to the Unified Client Interface (UCI) and resource caching in the Timeline control. The error message, "Cannot read properties of undefined (reading 'Resources')," suggests that the issue might stem from improper handling of cached resources.
    Here are some steps and considerations to try:
    1. Update to the Latest Patch: Ensure that the Dynamics 365 On-Premises environment is updated to the latest available patch for version 9.1. Microsoft often releases updates to address such bugs.
    2. Clear Browser Cache: While refreshing the page with Ctrl + F5 temporarily resolves the issue, you might want to clear the browser cache entirely or test the behavior in a private/incognito browser session.
    3. Check Browser Compatibility: Verify that the browser being used is fully supported for Dynamics 365 On-Premises 9.1. Older browsers or unsupported versions can sometimes cause unexpected issues.
    4. Review Timeline Control Configuration: Although the setup is described as "out-of-the-box" with no customizations, it might be worth double-checking the Timeline control's configuration to ensure no unintended settings are contributing to the problem.
     
    Hope this helps!
  • Roughan Profile Picture
    Roughan 13 on at
    Hi Im in Ireland Holly so its a late night here !!
     
    im using the latest rollups for 9.1 and can replicate in incongito mode , cleared cache made no difference
     
     

    Microsoft Dynamics 365 (on premises) Update 1.36

    February 2025

    9.1.36.12

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